Ordered all ostaco windows and doors for our new home from local home hardware because they told us they were the best in the buissines for windows and doors ! 1st yr....single hung window wasnt latching properly so i called hh they got ahold of ostaco!! While waiting for months to hear back from ostaco the 3' x 3' window blew in and smashed on our walnut floor not only did window smash but left gouges in hardwood floor !! I was p.o. called ostaco sales rep myself his reply was you will have to wait untill im in your area in a couple weeks ???? It was march and no window just a hole in the wall with 6mm vapour barrier over it . So when he finally came he agreed that it was the 2 latches that werent working properly so..... They sent a new 1 to hh and left it up to me to replace it or thier installer could do it in 2-3 weeks at a cost of 100.00 to me ?? They claimed it was for his fuel as he had to travele so far ! 1st question....why do they not have an installer down our way if they are selling ostaco here ??? 2nd question....shouldnt that be covered under thier " SO CALLED 25YR WARRANTY " ??? So never the less i installed it myself and it no longer opens without falling on the floor !! 7 yrs later out double side lite privacy glass entrance door glass fogged up. Back to hh i go in march AGAIN they contacted ostaco AGAIN only to find out it was going to cost $ 300.00 as some door glass only carries 1yr warranty and some has only 5yr warranty BUT if i wanted to remove it myself and replace it with a piece of plywood they would pick it up at hh and see what was wrong with it after me telling them the seal had leaked all the gas out knowing this as i installed doors and windows for a company for 10yrs !!! Which btw never ever charged a customer to remove just the glass and replace it within the 15yr warranty they carried ! The closer it got to cold weather it got the more p.o. i got and called thier head office myself and asked what exactly does your SO CALLED 25YR warranty cover ??? The lady says you should have read our pamphlet closely ....its only the hardwear !!! I asked her what exactly is there for HARDWEAR on a door ?? Her reply was " well the hinges are considered hardwear " AND .....that was all she could say !!! After that she said well yuo will have to have the glass removed take it hh where you purchased them from and we will have to have your reciept and hh reciept to decide if its a 1yr warranty or 5yr warranty either way your home is 8yrs old and niether 1 will be covered for the glass!!!!! When i said i cant believe after only 8yrs yous cant do anything ...thats not much of a reputable company for being in buisiness for as long as yous have she said from here im done talking to you take it up with hh where you purchased it from we will deal with them !! So i talked to owner of hh ..he has tried to find out more info with no succes !! I told him if they dont soon get back to him that they can come and take every window and door out and replace them at THIER EXPENSE with another companies that actually care about the customer than just the cash they make off of sales and forget about customer care !!! With that being said if thats how this company works they shoudnt even have been in buisness for 1yr! Btw she did say well we changed hands in the 80s something ??? So what a warranty is a warranty and thats what your pamphlet states " BEST WARRANT IN THE BUISINESS " What a joke ostaco !! So do i recommened them ? Maybe for an outhouse door and window !! MAYBE !
- Company Response
Hello Scott, I am sorry to read that you are frustrated. Someone from management will reach out to you and discuss the above comments. I assure you that Ostaco has been successfully in business for over thirty years because we do care about our customers. Looking forward to working with you and addressing your concerns. Thank you for your time.